Complaints Policy

We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it, so that we can put things right. Complaints help us to improve our standards.

Complaints Procedure

If you have a complaint, you should raise it with the person dealing with your matter. If you do not want to do this then please contact the Customer Services Manager.

What will happen next?

1.We will acknowledge your complaint on the day of receipt. We will let you know the name of the person who will be dealing with your complaint.

2.Also on the day of receipt we will record your complaint on our central registration and open a file for your complaint.

3.Within 2 days your complaint will be reviewed and we will ask you for any additional information we need from you to deal with your complaint

4.We will then start to investigate your complaint. This may involve one or more of the following steps:

(a) We may ask the member of staff who acted for you to give us their response to your complaint within 5 days.

(b) We may then examine their reply and the information in your complaint file. We may ask then and/or you for more information. This will take up to 3 days from receiving their reply.

5.As this stage we will send you a detailed reply to your complaint. This will include suggestions for resolving the matter, where applicable. This will happen within 3 days of us completing our investigation.

6.If after the above process has been carried out. you are still not satisfied then you can write to us again. We will arrange for our decision to be reviewed by someone in the firm who has not previously been involved in your complaint to review it. They will do this within 10 days.

7.We will let know the result of the review within 5 days of the end of our review. We will write to you confirming our final position on your complaint and advising you of our reasons. We will also give you the name and address of the Solicitors Regulation Authority's Legal Complaints Service, so that if you are still not satisfied, you can contact them about your complaint. If it is necessary to change any of the procedures or timescale's set out above, we will let you know and explain why.